Job Overview
Under broad guidance, assists with the development and implementation of Service Management analytics and reporting solutions across multiple BI platforms (including Salesforce, ServiceNow, Power BI, Tableau, Spotfire, Reportive, and Snowflake). Delivers high-quality dashboards, maintain existing reports, resolve data issues, and collaborate with business stakeholders to meet evolving analytics needs. This role is both technical and consultative, bridging the gap between Service Management Platforms capabilities, business users, and analytics technology to design and deliver actionable customer service management reporting.
Essential Functions
Assists with the ongoing development and implementation of an enterprise Service Management analytics architecture.
Lead the design, development, and enhancement of dashboards and metric reports in multiple BI platforms (Power BI, Tableau, Spotfire, Reportive).
Consult with business and support teams to gather requirements, translate business needs into technical solutions, and ensure metrics are meaningful and actionable.
Manage data integrations and ETL processes, especially with Snowflake, SQL Server, and DBT.
Troubleshoot and resolve data discrepancies, report errors, and user access issues across platforms.
Collaborate with business users, IT, and cross-functional teams to deliver timely analytics solutions and drive metric adoption.
Support ad hoc data requests, urgent fixes, and ongoing report automation.
Maintain version control and documentation using GitLab and SharePoint.
Document analytics processes, reporting logic, and data definitions for transparency and knowledge sharing.
May mentor and assist lower level architects and business analysts.
Qualifications
Bachelor's Degree Computer Science, a related field, or equivalent experience Req
Five (5) years experience in analytics software and/or product development with a focus on Analytics architecture
Experience with Power BI and at least one other BI platform (Tableau, Spotfire, or Reportive).
Strong hands-on experience with Salesforce Service Cloud reporting, including Einstein for Service analytics and ServiceNow reporting.
Proficient in SQL (Snowflake, SQL Server) and data modeling.
Experience with ETL tools and scripting (Fivetran, DBT, SSIS/SSAS, Python preferred).
Demonstrated ability to consult with business and support teams, bridging the gap between technology and operational metrics.
Familiarity with version control (GitLab) and documentation best practices.
Strong analytical, troubleshooting, and communication skills.
Ability to manage multiple requests, prioritize, and deliver in a fast-paced environment.
Broad knowledge of current technology, tools and techniques for software development.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
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